Customer Service

Analyze processes, build innovate strategy, derive effective solutions for cost containment profit generation and client delight.Leads to prime client acquisition and retention, net working, team productivity and development.Assist businesses develop a strong yet simple customer service model for staff to excel and shine.Successful international business expansion experience with the world renowned Travel and Foreign Exchange Company- Thomas Cook International in various countries.

CIBC’s maiden venture into foreign exchange currency business and retail banking at its several new branches at the Toronto Pearson International Airport. A prestigious first of its kind among banks in Canada,.this project facilitates full banking features at the airport. This innovative business model couples convenience and bank before you fly features, providing retail foreign exchange and various financial service solutions for its clients, travelers, businesses and employees of the Toronto Int'l airport. +Coordinated in the role out of this prestigious project of CIBC’s foreign exchange business and retail banking at its branches at the Airport.  +Assisted in the staff training and initiation into Foreign exchange systems, procedures and processes for the bank branches  +Coached, audited and ensured professional customer service by each and every financial service representative in their foreign exchange operations, sales, development and reporting procedures.

+ Administrative functions on real estate secured credit products. + Liaise with bank branches, internal teams, and solicitors and business partners across the Ontario Region.+ National Call center servicing branches, solicitors and internal departments.+ Collaborated with property tax departments across the country+ Ensured quality and quantity CEI- Customer Experience Index and KPI- Key Performance Indicators as prime focus.+ Involved in various on going projects within Credit Administration / Banking Services.+ Emerged as the Employee of the year.2014 and won many other awards during the year.

+ Managed and developed the retail, commercial and corporate foreign exchange retail and corporate business division for the capital region of AbuDhabi, UAE. + Ensured entire operations strictly adhered to Anti Money Laundering directives and the unit operated within the Anti Money Laundering/Know Your Customer guidelines.+ Audited quality, operational process, company policies and service issues.+ Only region in the country rated free of any AML/Fraud/Theft issues every year through the entire tenure of my service. + Opened three new branches for the company, these surpassed budget figures by more than 20%. + Turned around a loss-making branch into a profitable operation within a year.+ Conceived, developed and orchestrated numerous community and sponsored programs that led to enhanced visibility and profitability for the company.

+ Finance and foreign exchange operations, sales and development across the state.+ Commercial and retail business management, developed sales strategies and business planning.+ Conducted product and sales presentations to banks, embassies, government bodies and multinational companies. +Ensured operations are in compliance to the Foreign Exchange Regulations Act-FERA, Central Bank guidelines and company policies.+Acquired mega corporate deals, government accounts, placing the branch to be a top contributor of the country. +Expanded business, initiated three new branches at key locations. +Staff increased from 3 to 21 within 3 years.

+ Extensive experience in various gamuts of banking in locations spanning the country.+ Banking operations, supervision and managing various banking departments and branches. + Definite contribution to legal, foreign exchange retail and commercial banking, Audit, Loans and Recovery. + Stream lined processes and enhanced profits by decreasing non-performing assets and assisting in recovery of credit. + Awarded for excellence in customer service and effective resolution of complaints.